Ten councils have saved £3.4m by implementing a single Oracle CRM system to manage all their transactions with the public.
The Staffordshire Connect partnership is run by the county council, a unitary council and eight district councils. It saved £3m by procuring a single Oracle 11i system and will save a further £438,000 a year on running costs.
When all 10 councils have migrated their frontline services to the CRM application at the end of the year, 80% of enquiries to the council will be answered at the point of contact. Staffordshire Connect's chairman, John Redfern, said, "Efficiency savings will arise from discharging back-office staff from their duties."
Although the councils use the same CRM system, they currently operate from separate customer contact centres. Staffordshire Connect is now planning to procure a telephony system for use by all 10 councils that could be used to set up a virtual call centre to support the CRM system.